CUSTOMER CARE AGENT SERIES CUSTOMER CARE AGENT III, II, & I

Introduction

Maryland's Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We're in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the internet, is a new way of doing business in government.

The Customer Care Team is the first point of contact of the FAMLI program, providing essential support to employers and workers. The Customer Care Team strives to meet people where they are and create pathways for people of different needs and abilities to get the services they need. The Customer Care Team's clear, empathetic, and effective assistance is at the heart of our mission to ensure Maryland workers get paid when they need time to care for themselves and their families.

GRADE

Customer Care Agent III/ Grade ASTD11 $48,486 to $74,722

Customer Care Agent II/ Grade ASTD 10 $45,595 to $70,152

Customer Care Agent I/ Grade ASTD 9 $42,893 to $65,893

LOCATION OF POSITION

Maryland Department of Labor

100 S. Charles Street

Baltimore, Maryland 21201

(Remote)

Main Purpose of Job

The Customer Care team within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. Customer Care is responsible for providing exceptional support to workers and employers, by addressing inquiries, guiding participants through program details and resolving complex issues. These roles involve delivering accurate information, managing sensitive data, escalating cases as needed to ensure high-quality service delivery. In many cases, the worker or employer's first interaction with FAMLI will be with the Customer Care team. Customer Care is crucial to the success of FAMLI and is at the heart of FAMLI's mission to ensure working Marylanders can afford to take time off to care for their loved ones and themselves.

POSITION DUTIES

Duties of this position include but are not limited to:

• Maintains high level customer service standards by supporting employers and worker across the scope of what FAMLI does- Claims processor, Tax Collector, Arbitrator, Benefits Integrator, Insurance Regulator and Insurance Marketplace.
• Serves as First point of contact for employers, workers and other stakeholders, providing clear and accurate information regarding FAMLI program policies, eligibility requirements and claim processes.
• Address customer inquires through multiples channels (Phone, email, chat), ensuring professionalism and empathy.
• Replies to dual concurrent chats from claimants and employers.
• Provides excellent customer care not only through job knowledge but also by showing empathy and support for the caller.
• Handle incoming calls from employers, workers, and other stakeholders regarding FAMLI program inquires and claims.
• Determines the most effective way to respond to inquiries following established protocols.
• Stays up to date on FAMLI policies, procedures and regulations.
• Educate customers on self-service resources and programs tools, empowering them to navigate FAMLI processes effectively.
• Escalates complex issues to the team lead when necessary.
• Defuses irate customers calmly, professionally and with empathy.
• Remains adaptable to new technologies and new processes as they are introduced.
• Collaborates effectively with other customer care agents, team members and partner units.
• Explains FAMLI program, eligibility criteria, and registration process.
• Accurately records customer interactions and outcomes in the CRM system, ensuring all data is complete and compliant with data privacy regulations.
• Assists customers in understanding the process, benefits and entitlements.
• Handles complex program information inquires, complex claim status updates etc.
• Maintains and updates claimant and employer accounts.
• Helps to clarify what documentation (medical, bonding, care giving, military) is needed.
• Documents customer inquiries, complaints, and feedback in the CRM System.
• Adheres to data protection/handling and privacy policies when handling customer information; and
• Reports any potential data breaches or security concerns immediately.
• Performs other duties as required.
• Comply with established guidelines involving the completion of timesheets and leave requests.
• Assists in training new team members.
  
  

MINIMUM QUALIFICATIONS

Agent III

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Two years of customer service experience, including handling inquiries, resolving issues, and providing information in a call center environment, and one year of experience working in a customer service environment.

Notes:

• Candidates may substitute 30 college credit hours from an accredited college or university on a year-for-year basis for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer on a year-for-year basis for the required experience.
  
  

Agent II

Education: Graduation from an accredited high school or possession of high school equivalency certificate.

Experience: One year of customer service experience, including handling inquires, resolving issues, and providing information in a call center environment, and one year of experience working in a customer service environment.

Notes:

• Candidates may substitute 30 college credit hours from an accredited college or university on a year-for-year basis for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer on a year-for-year basis for the required experience.
  
  

Agent I

Education: Graduation from an accredited high school or possession of high school equivalency certificate.

Experience: One year experience working in a customer service environment.

Notes:

• Candidates may substitute 30 college credits hours from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military experience as a non-commissioned officer on a year-for-year basis for the required experience.
  
  

DESIRED OR PREFERRED QUALIFICATIONS

• A Bachelor's degree in a related field (e.g., Public Administration, Business, Administration, Social Work, Customer Service) a plus.
• Experience with CRM software (Salesforce preferred).
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite.
  
  

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment. Personnel employed in this classification may have access to federal tax information and may be subject to state and FBI criminal background check as a condition of employment.

SELECTION PROCESS

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstration the qualifications for the interview.

A resume and cover letter are strongly encouraged for this position. Please upload on Word and PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application.

BENEFITS

This is a full-time, permanent position and eligible for full State Benefits, which include:

• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ("defined benefit" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental and prescription plans with the little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Accounts plans for Health Care and Daycare
• State Employees Credit Union
  
  

To learn more, please click this link: STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Please contact [email protected] for additional information concerning this recruitment. Online application are strongly preferred. A resume and cover letter are strongly encouraged for this position. Please upload on Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab.

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State Employees do not need to submit proof of Veterans' status.

If you are unable to apply online, or encounter difficulty attaching required or optional documentation you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

PLEASE DO NOT FAX EMAIL UNSOLICITED DOCUMENTATION.

Completed application required documentation, and any required addendums may be mailed to:

Maryland Department of Labor

Office of Administration

ATTN: Tiffany Lott-Mallard 25-001287-0002

100 S. Charles Street Tower

Suite 5000

Baltimore, Maryland 21201

The MD State Application From can be found online

Please contact [email protected] or 410-767-2096 for additional information concerning the recruitment. Online applications are strongly preferred. A resume and cover letter are strongly encouraged for this position. Please upload on Word or PDF file that includes your combined cover letter and resumed using the "Transcript" upload function, or via the JobAps "Other" tab.

Maryland Department of Labor, is an equal opportunity employer. I is the policy of DOL that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.